Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-15
First Threshold A graph term for the lower limit for a particular 
condition in a graph report. The bar(s) change 
color/intensity when the defined limit is met, 
notifying you that a Caution condition could 
exist.
Forced Busy 
(FBUSY)A trunk state in which the switch sends a busy 
signal to a caller when the call center is too 
busy to handle the incoming call.
Forced Disconnect 
(FDISC)A trunk state in which the switch...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-16
Inbound Call 
Management (ICM)A set of switch and adjunct features using 
ASAI to enable the adjunct to provide 
automatic screen delivery and call routing.
Information Indicator 
(II)A 2-digit code that identifies the type of 
originating line (for example: hotel or pay 
phone) for incoming ISDN PRI calls.
INFORMIXA relational database management system 
used to organize 
CentreVu CMS historical data 
when 
CentreVu Explorer...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-17
Intrahour Interval A 15-, 30-, or 60-minute segment of time 
starting on the hour. An intrahour interval is the 
basic unit of 
CentreVu CMS report time.
ISDN See 
Integrated Services Digital Network.
JRE
Java Run Time Environment.
Java Plug-InJava is a programming language for World 
Wide Web applications from Sun 
Microsystems. 
Java was modeled after C++, 
and 
Java programs are embedded into HTML 
documents. The first Web...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-18
The Logical Agent capability allows agents to 
be called by dialing their login IDs. Calls to 
login IDs may be treated as direct agent ACD 
calls, given the proper class of restriction, or 
may be treated as extension (personal) calls. 
Treating the calls as direct agent calls can be 
used to help distinguish business-related from 
personal calls.
LOGOFF An agent work mode indicating that an agent 
has logged out and is not...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-19
Messages Temporary windows used only for displaying 
information like “field help” and syntactical field 
errors. Message windows cannot be moved, 
sized, or scrolled and do not count in the user 
window count. Message windows are 
automatically removed when you correct the 
error or move to the next field.
MI See 
Manual In.
MIA See 
Most Idle Agent.
Most Idle Agent (MIA)  This is an ACD distribution method that 
maintains a...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-20
Multiple Call Handling 
(MCH)Allows an agent to receive an ACD call while 
other calls are active on the agent’s station. 
Unless forced MCH is in operation, the agent 
must put the current call on hold and press 
AI/MI in order to receive another ACD call.
Multiple Split/Skill 
QueuingWith Call Vectoring, a call can be queued to up 
to three splits/skills at the same time. The first 
agent who becomes free in any of the...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-21
OTHER An agent state in which the agent is working on 
a call for another split or skill, or has put a call 
on hold and has not chosen another work 
mode. When the link to the switch first comes 
up or when the agent has just logged in, the 
agent state is OTHER until the switch notifies 
CentreVu CMS of the agent’s state.
Outbound Call 
Management (OCM)A set of switch and adjunct features using 
ASAI, that distributes...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-22
QUEUED A trunk state in which an ACD call has seized 
the trunk and is queued to a split/skill waiting 
for an agent to answer.
R3V4 See 
Release 3 Version 4.
R3V5 See 
Release 3 Version 5.
R3V6 See 
Release 3 Version 6.
R3V8 See 
Release 3 Version 8.
RAID Redundant Array of Inexpensive Disks. 
Recorded 
AnnouncementsPrerecorded greetings and information played 
to callers as they wait for service.
Redirect On No 
Answer...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-23
RING An agent state in which a call rings at an 
agents voice terminal after leaving the queue 
and before the agent answers the call. (This 
agent state is available only with Generic 2.2, 
and with Generic 3 and ECS.)
A trunk state in which a call is ringing at the 
agents voice terminal.
Rolling ASA Rolling ASA is a running weighted average 
calculation without regard to any interval 
boundaries. A rolling ASA calculated...

   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Glossary
GL-24
Service Observing—
RemoteA feature that allows a user to dial into the 
switch and monitor a call.
Service Observing—
VDNsA feature available with the G3V4 switch and 
the ECS that gives a voice terminal user the 
ability to monitor the treatment a call receives 
as it is processed by a VDN, routes to another 
VDN or agent, or transfers to another VDN or 
agent.
Servlet
Java™ servlets are small, platform-
independent 
Java...